Support Policy
How to reach us
Section titled “How to reach us”During the beta program, support is handled directly by the Claryn team.
| Channel | Use for |
|---|---|
| [email protected] | General questions, account issues, billing |
| [email protected] | Security vulnerabilities and concerns |
| Beta community channel | Feature feedback, peer discussion (link shared at enrollment) |
Response windows
Section titled “Response windows”| Priority | Description | Target response |
|---|---|---|
| Critical | Platform down or data inaccessible | 4 business hours |
| High | Core feature broken, blocking work | 1 business day |
| Normal | Questions, non-blocking issues | 2–3 business days |
| Low | Feedback, suggestions | Best effort |
Business hours are Monday–Friday, 09:00–18:00 BRT (UTC-3).
What to include in a support request
Section titled “What to include in a support request”To help us resolve issues faster, include:
- Your organization name
- A description of what you were trying to do
- What happened vs. what you expected
- Browser and operating system (for UI issues)
- Any error messages or screenshots
Limitations during beta
Section titled “Limitations during beta”Beta support is best-effort. We do not offer SLA guarantees during the beta period. Critical production workloads should wait for general availability.